Bad Camberg/Berlin Serviceware Knowledge (previously SABIO) has introduced an industry first AI-supported feature at Call Center World 2020. The new solution called the Content Creation Assistant allows for the fast and efficient supply of knowledge for service employees and will speed up the delivery of knowledge to customers.
The solution was created in Serviceware’s AI Competence Center, which was opened in Darmstadt in 2019 and is aimed at extending Serviceware’s Enterprise Service Platform with innovative technologies using artificial intelligence and machine learning. The new feature means service staff can access a more detailed knowledge database, enabling them to find relevant knowledge for customer queries quicker and provide better answers.
"Knowledge available in customer service teams can grow rapidly, especially in large organizations with complex process environments,” says Dirk Martin, CEO of Serviceware. “Often this uncontrolled knowledge sees information deficits, long processing times, cost increases and in the end unsatisfied customers. The combination of Serviceware Knowledge and the new AI Content Creation Assistant is an exciting solution that further enhances our leading knowledge management software.”
In addition to the development of the specific application, AI specialists continue to research and trial new features for Serviceware solutions in partnership with the Technical University in Darmstadt.